You're right, my scrip fires when the e-mail is from the originator of the
ticket. In our system, the originator is always the only requestor, so I
equated "requestor" to "originator" when I read the original.
At 01:15 PM 9/13/2007, Ole Craig wrote:
If a ticket is created by requestor Alice but with Bob and Carol as
requestors also (e.g. Alice sent the ticket-opening email with a
recipient list that included Bob and Carol):
Won't "$Ticket->CreatorObj->Id == $CreatorId" only match on transactions
initiated by Alice?
If the intent is to fire on email from any of the Requestors (as opposed
to email from the originator) then this scrip falls slightly short.
You'll need to include a function that walks the Requestors list and
compares $CreatorId with each Requestor in turn, returning true if it
finds a match.
On Thu, 2007-09-13 at 11:44 -0700, Gene LeDuc wrote:
>
> I've never used non-standard status values, but if they work just
> like
> "normal" status values then this should do it:
>
> User-defined condition:
> { ### True if e-mail is from Requestor
> my $Transaction = $self->TransactionObj;
> my $CreatorId = $Transaction->CreatorObj->Id;
> my $Ticket = $self->TicketObj;
> my $val = $Transaction->Type eq 'Correspond'
> && $Ticket->Status eq "reqappr"
> && $Ticket->CreatorObj->Id == $CreatorId;
> return $val;
> }
>
> Custom action (prep):
> return 1;
>
> Custom action (cleanup):
> $self->TicketObj->SetStatus("open");
>
> Regards,
> Gene
>
--
/Ole Craig
Security Engineer
Team lead, customer support
[EMAIL PROTECTED]
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax
www.stillsecure.com
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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